Complaints Analyst

Carbon60 are looking for German and/or Spanish speaking customer service specialist to join the team over at one of UK's leading Pharmaceutical companies!

Contract specifics:

Pay rate: up to £15ph (Inside IR35, PAYE)

Duration: 12 months (potential of extension)

Location: Marlow, Buckinghamshire

3 days a week in the office.

Job Title: Complaint Intake Analyst - (German and/or Spanish speaking candidates needed!)

Responsibilities:

• Complete the intake process of complaints through phone and email into the Complaint Intake Systems, including translations from local language to English when required.
• Conduct follow-up activities for missing information, coordinate the logistics of complaint sample returns, and communicate the results of complaint investigations when requested/required.
• Communicate and cooperate with customers and distributors involved in the reported complaints.
• Collaborate with relevant local or global stakeholders in other departments involved with complaints management within the organisation.
• Support more complex complaints that are escalated.
• Decide whether a replacement, credit, or warranty claim is warranted, and notify the appropriate stakeholders to complete the process. Alternatively, complete activities to process the replacement, credit, or warranty activities for the customer.
• Support management with any documentation or SOP reviews when needed.
• Partner with other departments to address queries/inquiries.
• Support management with any projects/process improvement initiatives.
• Support management during audits and inspections.
• Make vigilance reporting decisions and prepare relevant vigilance reports for submission to MOH, where applicable.
• Translate vigilance reports into local language for submission to MOH, where applicable.

Qualifications and Skills:

• Experience in a Quality environment or customer service support role.
• Strong attention to detail, critical thinking, and the ability to work independently with minimal direction.
• Ability to express ideas clearly in both written and oral communications.
• Knowledge and familiarity with product, process, equipment, and facilities of pharmaceutical, biological, or device-related products.
• Computer skills and ability to navigate through software systems.
• A fairly good command of English.